Refund & Cancellation Policy

1. Ticket Cancellation Window

Passengers can cancel booked tickets from their dashboard up to 12 hours prior to the scheduled departure time. Self-serve cancellations made less than 12 hours before departure are not eligible for an automatic refund — contact support if you need an exception reviewed by CeyBus admin or finance.

2. Refund Methods and Processing

Eligible wallet-paid bookings credit the CeyBus Wallet instantly when you cancel. Card payments: your seats are released immediately when you cancel; the card refund is submitted after CeyBus admin or finance approval, then credited to the original card via the bank Internet Payment Gateway (Bancstac). Bank processing typically completes within 3 to 7 working days after we submit the credit. CeyBus does not issue cash refunds for card transactions.

3. Full Refunds & Service Fees

Eligible passenger cancellations (≥12 hours before departure) receive a 100% refund of the ticket amount. Standard convenience fees charged separately at reservation (if any) remain non-refundable as stated at checkout.

On multi-seat bookings, individual seats cancelled inside that same 12-hour window follow the same 100% refund rule when the booking is eligible.

4. Waiting List Cancellations

If you join a trip waiting list and choose to withdraw before a seat is allocated to you, a 100% full refund of any deposit is credited back to your digital wallet immediately with zero service fees.

5. Operator Cancellations & Delays

In the event that a trip is cancelled or delayed by more than 2 hours by the bus operator, passengers are entitled to a full 100% refund, including all service fees.

6. Customer service

Questions about refunds: support@ceybus.lk. Merchant domicile: CeyBus, Sri Lanka — No. 455/B, Adukatiyawa Road, Parasangaswewa, Anuradhapura.